Cartridge problem every year

[Caltinay]

Hi all, 

I seem to have an issue with one of the cartridges every year. This year it's the color cartridge's turn I think. All of a sudden the printer started to show an error message "the cartridges are not working compatible with the printer". I take the color cartridge out and can print with the black cartridge. I cannot get a new color cartridge delivered yet because the status of the cartridge can't be retrieved. I tried the solutions on hp's website (the cleaning of the cartridges, the hard reset type of solution etc) but they didn't work. 

Why can't hp contact the users for a new cartridge, when a problem like this arises? The whole thing can be seen on the app as well, it's definitely somewhere with an error code. 

Does anyone have a solution?

Thanks and kind regards,

Canan

[Rainbow23]

Hi @Caltinay

Welcome to HP Support Community. This is a great place to post questions and find answers.
Thank you for posting your query. I will be glad to help you.

I see that you are facing cartridge issues with your HP All-In-One Printer.

Please follow the steps listed below to clean the electrical contacts of the cartridges:
1. Turn the printer on.
2. Open the door to access the cartridges.
3. Wait until the carriage stops moving before you continue.
4. Remove the cartridge indicated in the error message from its slot, holding it by its side.
CAUTION: Do not touch the copper-colored contacts or the ink nozzles. Touching these parts can result in clogs, ink failure, and bad electrical connections.
5. Remove any protective tape that still might be on the contacts.
CAUTION: Do not touch or try to remove the copper electrical strip.
6. Lightly dampen a lint-free cloth with distilled water, and then clean only the copper-colored contacts on the cartridge.
7. Lightly dampen a lint-free cloth with distilled water and then clean the electrical contacts in the carriage, located inside the printer.
8. Wait 10 minutes for the contacts to dry.
9. Reinsert the cartridge.
10. Close the cartridge access door.
You may also refer to the steps in this document 

Let me know if this helps.
Take care and have a great day ahead.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Caltinay]

Hi Rainbow23, 

Thanks for your reply, but I had already done those steps twice before posting on the forum. It didn't help unfortunately. 

Best regards, 

Canan 

[Rainbow23]

Hi @Caltinay

Thank you for replying to us.

Let me know if your printer is subscribed to instant ink.

Take care and have a good day.

[Caltinay]

Hi,

Yes, my printer is subscribed to hp instant ink. 

Best regards,

Canan

[Rainbow23 · Accepted solution]

Hi @Caltinay,

Thank you for replying to us.

In order to validate your instant ink subscription, we need some information related to instant ink. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Keep me posted and have a great day ahead!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping